Frequently Asked Questions
Who is my first point of contact after hours?
We have extended operating hours from 6:30am to 6:30pm daily. During these hours you can contact the office at 0422 867 111 or send an email to office@aquamarine.com.au. If the situation is an emergency, always call 000 first, then notify the office once it is safe to do so. If you need urgent support outside…
Who do I tell about changes in the client’s behaviour and/or health?
If you notice any change – big or small – in a client’s mood, behaviour, mobility, mental health, or physical health, you must report it. Document the changes factually in your shift notes. Contact the office if the change is significant, concerning, or out of character. If the change suggests a safety risk or deterioration…
Who do I contact if I want more work?
First, make sure everything on your profile is up to date Check that your availability is correct Make sure you’ve renewed any expired documents or training Confirm you’re marked as active and available for shifts If everything looks in order and you’re still wanting more hours, please email our office and let us know. We’ll…
Who do I contact about pay questions?
First, review your Employment Agreement and your LearnUpon induction training, as many pay-related questions are covered there. If you still need help, please email office@aquamarinecare.com.au
Who do I call if I can’t make a shift?
Please notify the Aquamarine office as soon as possible. If your shift is in the next 24 hours, please call us on 0422 867 111. Otherwise, please send an email to office@aquamarinecare.com.au.
Where do I find my shifts?
Please log in to the Sandwai app. You can access your schedule by clicking on the Schedule button. A listing will appear for each day you have scheduled visits. By clicking on the day, this will then show all the visits for the day. Here you will also see any shifts that are waiting to…
Where can I go if I feel burnt out or struggling?
Reach out to your team leader/supervisor and let them know how you’re feeling. Request a debrief, supervision meeting, or workload review. Take breaks and time off work. If your well-being is impacting your ability to work safely, notify the office. Burnout is common in support work – asking for help is encouraged.
Where can I find the incident report form?
If you need to complete an incident report, visit: www.aquamarinecare.com.au Scroll to the bottom and click on Carer Resources. On the password page, you don’t need to enter a password. Click on General Resources, then select Incident Report.
Where can I find my payslips?
Payslips are sent to your email each week. Check your spam/junk folder if you cannot find them. Add michael@aquamarinecare.com.au to your trusted contacts to ensure they arrive in your inbox. If you’re still having trouble, please email office@aquamarinecare.com.au for assistance.
When will I be paid?
Support Workers are paid weekly, covering Sunday to Saturday. Payments are made into your nominated bank account every Tuesday. Please allow up to 48 hours for the funds to appear in your bank account.